Submitting a pen and paper application along with a resume starts the process. The next step was a phone call. The hiring manager wanted a feel for phone ediquitte. Then invited for an in person interview. It felt more like a chat really. The topics were more of a variety of walking through scenarios. The major factor was the ability to understand and respond regarding difficult topics. A credit card is declined by an elderly lady late at night, how do you inform her? That sort of thing.